Return & Refund Policy

Last updated: April 2026

At PaintByNumber (operated by Vilee LLC), your satisfaction is our top priority. We stand behind every product we sell.

1. Standard Paint-by-Numbers Kits

We offer a 30-day money-back guarantee on all standard (non-custom) paint-by-numbers kits.

Eligible for Full Refund

  • Item is unused and in original packaging
  • Return requested within 30 days of delivery
  • Item arrived damaged or defective
  • Wrong item received

Eligible for Exchange or Store Credit

  • Opened kits where painting has not been started
  • Items with missing components (we will send replacements at no charge)

Non-Refundable

  • Kits where painting has been started (partially completed)
  • Items returned after 30 days
  • Items not in original packaging (unless damaged in transit)

2. Custom Paint-by-Numbers & Pet Portrait Products

Because each custom product is made to your specifications, we handle returns differently:

Our Satisfaction Guarantee

  • Unlimited free revisions on digital previews until you are 100% satisfied
  • Full refund available if you are not satisfied even after revision attempts
  • Full refund if your order has not yet entered production
  • Free replacement if the product arrives damaged or defective

Non-Refundable Custom Situations

  • Change-of-mind after final approval and production has started
  • Customer-supplied photo was too low quality (we will notify you before starting and offer a full refund)
  • Digital files that have been downloaded

3. Damaged or Defective Items

If your order arrives damaged or with missing components:

  1. Email us at [email protected] within 7 days of delivery
  2. Include your order number and photos of the damage
  3. We will send a free replacement — no need to return the damaged item

4. How to Request a Return or Refund

  1. Email [email protected] with your order number and reason for return
  2. We will respond within 24 hours (Monday-Friday) with return instructions
  3. Ship the item back to the provided address
  4. Once received and inspected, your refund will be processed within 5-10 business days

5. Return Shipping

  • Damaged/defective items: We cover return shipping costs
  • Change-of-mind returns: Customer is responsible for return shipping costs
  • Wrong item received: We cover return shipping costs

We recommend using a trackable shipping service. We cannot guarantee receipt of returned items without tracking.

6. Refund Method

Refunds are issued to your original payment method (credit card, PayPal, etc.). Please allow 5-10 business days for the refund to appear on your statement after we process it.

7. Order Not Received

If your order has not arrived within 60 days of the order date, we will either resend the order at no charge or provide a full refund upon written request.

8. Exchanges

We are happy to exchange unopened items for a different design within 30 days of delivery. Contact us with your order number and preferred replacement. Shipping costs for exchanges may apply.

9. Contact Us

Vilee LLC
364 E. Main Street, Suite 336
Middletown, DE 19709, United States
Email: [email protected]
Response time: Within 24 hours, Monday-Friday